Industry 4.0 technologies revolutionizing the civil aviation sector: e-services technology adoption in aviation industry

Ya Neneh  Awe; Umit Hacioglu; Melike Zehir

doi:10.36096/ijbes.v7i1.793

Authors

Ya Neneh Awe School of Graduate Studies, Ibn Haldun University, Ulubatli Hasan Cad., No: 2, Basaksehir, 34494, Istanbul, Turkey https://orcid.org/0000-0002-6552-8637
Umit Hacioglu School of Business, Ibn Haldun University, Turkey https://orcid.org/0000-0002-0068-0048
Melike Zehir Assistant Professor, School of Business, Ibn Haldun University, Ulubatli Hasan Cad., No: 2, Basaksehir, 34494, Istanbul, Turkey https://orcid.org/0000-0003-4700-8678

DOI:

https://doi.org/10.36096/ijbes.v7i1.793

Keywords:

Aviation, digitalization, e-services/self-services, industry 4.0 technologies, passenger-experience, smart airport

Abstract

Industry 4.0 technologies have optimized efficiency and effectiveness through the manufacture of sophisticated products and services, which result in enhancement of operations, improvement in safety, time, and cost-saving, and have revolutionized operations in almost all industries and have tremendously transformed the aviation sector. This study aims to examine the passenger travel experience with the implementation of e-services before, during, and after trips, from ticket bookings, self-check-in, smart boarding, in-flight services to baggage tracking after flight. Furthermore, the study seeks to identify the modern technologies with which air passengers are familiar or actively use, and to analyze the factors that influence their acceptance of these e-services. A research model was developed based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and modified to suit the objectives of this study. The study objectives were achieved through a survey, a self-administered online questionnaire from 253 air passengers was obtained, and data was analyzed using SPSS 25 software. The results reveal that performance expectancy, price-value, hedonic motivations, perceived benefits and habit have a positive significant influence on behavioral intention, while social influence, perceived challenges, facilitating conditions and effort expectancy were not supported. The results of the study give insights into how different passengers, different age groups, different geographical locations, and different technological maturity perceive such implementations. This will provide policymakers ideas on how to better manage and enhance e-services.

Downloads

Download data is not yet available.

References

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. https://doi.org/10.1016/0749-5978(91)90020-T DOI: https://doi.org/10.1016/0749-5978(91)90020-T

Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2018). Factors influencing adoption of m-banking in Jordan: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110. https://doi.org/10.1016/j.ijinfomgt.2017.11.002 DOI: https://doi.org/10.1016/j.ijinfomgt.2017.01.002

Alshehri, A., Rutter, M., & Smith, S. (2020). The moderating effects of experience and training on students’ use of a learning management system. International Journal of Information and Education Technology, 10(9), 685-693. https://doi.org/10.18178/ijiet.2020.10.9.1445 DOI: https://doi.org/10.18178/ijiet.2020.10.9.1444

Antwi, C. O., Ren, J., Owusu-Ansah, W., Mensah, H. K., & Aboagye, M. O. (2021). Airport self-service technologies, passenger self-concept, and behavior: An attributional view. Sustainability, 13(6), 3134. https://doi.org/10.3390/su13063134 DOI: https://doi.org/10.3390/su13063134

Awe, Y. N., & Ertemel, V. A. (2021). Enhancement of micro, small businesses in the Gambia through digitalization: Investigating youth entrepreneurs’ perception, use, and inhibitor of e-commerce technology. Working Paper Series Journal, 2(3), 25-42.

Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., & Cobanoglu, C. (2017). The impact of traveler-focused airport technology on traveler satisfaction. Technological Forecasting and Social Change, 123, 351-361. https://doi.org/10.1016/j.techfore.2017.01.009 DOI: https://doi.org/10.1016/j.techfore.2017.03.038

Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallets in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590-1618. https://doi.org/10.1108/IJBM-09-2018-0256 DOI: https://doi.org/10.1108/IJBM-09-2018-0256

Chen, F. Y., & Liu, C. Y. (2021). Air passengers’ continued use intention of the airport e-gate system: A perspective with perceived benefits. International Journal of Business and Management, 16(1), 100-100. https://doi.org/10.5539/ijbm.v16n1p100 DOI: https://doi.org/10.5539/ijbm.v16n1p100

Chu, T. H., Chao, C. M., Liu, H. H., & Chen, D. F. (2022). Developing an extended theory of the UTAUT2 model to explore factors influencing Taiwanese consumer adoption of intelligent elevators. Sage Open, 12(4), 21582440221142209. https://doi.org/10.1177/21582440221142209 DOI: https://doi.org/10.1177/21582440221142209

?ur?i?, N., Grubor, A., & Jevti?, B. (2024). Implementing artificial intelligence in travel services: Customer satisfaction gap study at Serbian airports. Ekonomika, 70(3), 1-9. https://doi.org/10.5937/ekonomika2403001C DOI: https://doi.org/10.5937/ekonomika2403001C

Curran, J. M., Meuter, M. L., & Surprenant, C. F. (2003). Intentions to use self-service technologies: A confluence of multiple attitudes. Journal of Service Research, 5(3), 209-224. https://doi.org/10.1177/1094670502238916 DOI: https://doi.org/10.1177/1094670502238916

Davis, F. D. (1989). Technology acceptance model: TAM. In Al-Suqri, M. N., & Al-Aufi, A. S. (Eds.), Information Seeking Behavior and Technology Adoption (pp. 205-219). https://doi.org/10.4018/978-1-5225-5790-6.ch010 DOI: https://doi.org/10.4018/978-1-5225-5790-6.ch010

Deng, Z., et al. (2019). Factors influencing the adoption of self-service technologies in airports: A meta-analysis. Tourism Management, 74, 23-36. https://doi.org/10.1016/j.tourman.2019.02.007 DOI: https://doi.org/10.1016/j.tourman.2019.02.007

Dwivedi, Y. K., et al. (2023). Performance expectancy and its role in consumer behavior towards mobile services. Journal of Retailing and Consumer Services, 68, 103046. https://doi.org/10.1016/j.jretconser.2022.103046

Eitrem, A., & Öberg, L. (2018). The effect of strategic orientation on the commercial exploitation of digitalisation: A study on digitalisation in Norwegian companies (Master's thesis).

Farah, N. A., & Hacioglu, U. (2024). The role of quality in airport services in passenger satisfaction at Aden Adde International Airport, Mogadishu, Somalia. International Journal of Business Ecosystem & Strategy (2687-2293), 6(1), 14–27. https://doi.org/10.36096/ijbes.v6i1.480 DOI: https://doi.org/10.36096/ijbes.v6i1.480

Fishbein, M., & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research. Addison-Wesley Publishing Company.

Fitzgerald, B., & Howcroft, D. (1998). Towards dissolution of the IS research debate: From polarization to polarity. Journal of Information Technology, 13(4), 313-326. https://doi.org/10.1177/026839629801300407 DOI: https://doi.org/10.1177/026839629801300409

Gilchrist, A. (2016). Industry 4.0: The industrial internet of things. Apress. https://doi.org/10.1007/978-1-4842-2047-4 DOI: https://doi.org/10.1007/978-1-4842-2047-4

Goswami, A., & Dutta, S. (2015). Gender differences in technology usage—A literature review. Open Journal of Business and Management, 4(1), 51-59. https://doi.org/10.4236/ojbm.2015.41006 DOI: https://doi.org/10.4236/ojbm.2016.41006

Graf-Vlachy, L., & Buhtz, K. (2017). Social influence in technology adoption research: A literature review and research agenda. In Twenty-Fifth European Conference on Information Systems (ECIS), Guimarães, Portugal.

Hacioglu, U. (2020). Digital business strategies in blockchain ecosystems. Springer International Publishing. https://doi.org/10.1007/978-3-030-29739-8 DOI: https://doi.org/10.1007/978-3-030-29739-8

Hacioglu, U., & Sevgilioglu, G. (2019). The evolving role of automated systems and its cyber-security issue for global business operations in Industry 4.0. International Journal of Business Ecosystem & Strategy, 1(1), 1-11. DOI: https://doi.org/10.36096/ijbes.v1i1.105

Hajli, N. (2015). Social commerce constructs and consumer's intention to buy. International Journal of Information Management, 35(2), 183-191. https://doi.org/10.1016/j.ijinfomgt.2014.12.005 DOI: https://doi.org/10.1016/j.ijinfomgt.2014.12.005

Hanantyo, B., & Mahmudi, A. A. (2024). Analysis of factors affecting the user acceptance's level of self-service technologies at Indonesian airports. Procedia Computer Science, 234, 1529-1537. https://doi.org/10.1016/j.procs.2024.01.250 DOI: https://doi.org/10.1016/j.procs.2024.03.154

Harada, A., Ezaki, T., Wakayama, T., & Oka, K. (2018). Air traffic efficiency analysis of airliner scheduled flights using collaborative actions for renovation of air traffic systems open data. Journal of Advanced Transportation, 2018(1), 2734763. https://doi.org/10.1155/2018/2734763 DOI: https://doi.org/10.1155/2018/2734763

Humza, M., & Hacioglu, U. (2023). Optimizing passenger experience: A technological preference analysis in Turkish Airports. International Journal of Business Ecosystem & Strategy (2687-2293), 5(4), 01–20. https://doi.org/10.36096/ijbes.v5i4.460 DOI: https://doi.org/10.36096/ijbes.v5i4.460

IATA. (2021, February). IATA forecast predicts 8.2 billion air travelers in 2037. Retrieved from https://www.iata.org/EN/PRESSROOM/PR/2018-10-24-02/

Kaplan, ?., Yener, E. S., Y?lmaz, Z., & Öztürk, O. (2024). Evaluation of digital solutions for passenger attitudes towards health measures at Dalaman airport during COVID-19 period. International Journal of Aeronautics and Astronautics, 5(1), 1-9. DOI: https://doi.org/10.55212/ijaa.1407733

Kim, J. H., & Park, J. W. (2019). The effect of airport self-service characteristics on passengers' technology acceptance and behavioral intention. Journal of Distribution Science, 17(5), 29-37. https://doi.org/10.15722/jds.17.5.201905.29 DOI: https://doi.org/10.15722/jds.17.5.201905.29

Kim, J. H., Song, W. K., & Lee, H. C. (2023). Exploring the determinants of travelers’ intention to use the airport biometric system: A Korean case study. Sustainability, 15(19), 14129. https://doi.org/10.3390/su151914129 DOI: https://doi.org/10.3390/su151914129

Korba, P., Šváb, P., Vereš, M., & Luká?, J. (2023). Optimizing aviation maintenance through algorithmic approach of real-life data. Applied Sciences, 13(6), 3824. https://doi.org/10.3390/app13063824 DOI: https://doi.org/10.3390/app13063824

Kusumah, E. P., Huriyati, R., & Hendrayati, H. (2021, September). Self-service technology behavioral intention: Indonesian air passengers. In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) (pp. 402-406). Atlantis Press. https://doi.org/10.2991/aebmr.k.210831.078 DOI: https://doi.org/10.2991/aebmr.k.210831.080

Lankton, N. K., Wilson, E. V., & Mao, E. (2010). Antecedents and determinants of information technology habit. Information & Management, 47(5-6), 300-307. https://doi.org/10.1016/j.im.2010.06.004 DOI: https://doi.org/10.1016/j.im.2010.06.004

Li, F., Zhu, D., Lin, M. T., & Kim, P. B. (2024). The technology acceptance model and hospitality and tourism consumers’ intention to use mobile technologies: Meta-analysis and structural equation modeling. Cornell Hospitality Quarterly. https://doi.org/10.1177/19389655241226558 DOI: https://doi.org/10.1177/19389655241226558

Li, W., & Yang, C. (2016). Study of factors affecting tourists’ adoption behavior of mobile e-commerce. Journal of Residuals Science & Technology, 13(7), 193-1.

Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2021). Self-service technology adoption by air passengers: A case study of fast air travel services in Taiwan. The Service Industries Journal, 41(9-10), 671-695. https://doi.org/10.1080/02642069.2021.1929424 DOI: https://doi.org/10.1080/02642069.2019.1569634

Liu, L., Yeung, A. C., Cheng, T., & Wang, T. (2024). An empirical study on digitalization's impact on operational efficiency and the moderating role of multiple uncertainties. IEEE Transactions on Engineering Management. https://doi.org/10.1109/TEM.2024.3287595 DOI: https://doi.org/10.1109/TEM.2024.3414831

Lumpkin, G. T., & Dess, G. G. (1996). Clarifying the entrepreneurial orientation construct and linking it to performance. Academy of Management Review, 21(1), 135-172. https://doi.org/10.5465/amr.1996.9602161568 DOI: https://doi.org/10.2307/258632

Mantouka, E. G., Barmpounakis, E. N., Milioti, C. P., & Vlahogianni, E. I. (2019). Gamification in mobile applications: The case of airports. Journal of Intelligent Transportation Systems, 23(5), 417-426. https://doi.org/10.1080/15472450.2019.1600417 DOI: https://doi.org/10.1080/15472450.2018.1473157

Molchanova, K. M., Trushkina, N. V., & Katerna, O. K. (2020). Digital platforms and their application in the aviation industry. Intellectualization of Logistics and Supply Chain Management, 3, 83-98. DOI: https://doi.org/10.46783/smart-scm/2020-3-8

Moon, H. Y., & Lee, B. Y. (2022). Self-service technologies (SSTs) in airline services: Multi-mediating effects of flow experience and SST evaluation. International Journal of Contemporary Hospitality Management, 34(6), 2176-2198. https://doi.org/10.1108/IJCHM-12-2021-1551 DOI: https://doi.org/10.1108/IJCHM-09-2021-1151

Mughni, W. (2020). Patterns of correlation between aviation, education, and economic growth in developing economies. Journal of Traffic and Transportation Engineering, 8, 79-92. DOI: https://doi.org/10.17265/2328-2142/2020.02.005

Nordhoff, S., Louw, T., Innamaa, S., Lehtonen, E., Beuster, A., Torrao, G., … & Merat, N. (2020). Using the UTAUT2 model to explain public acceptance of conditionally automated (L3) cars: A questionnaire study among 9,118 car drivers from eight European countries. Transportation Research Part F: Traffic Psychology and Behaviour, 74, 280–297. https://doi.org/10.1016/j.trf.2020.07.015 DOI: https://doi.org/10.1016/j.trf.2020.07.015

Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001 DOI: https://doi.org/10.1016/j.jairtraman.2004.06.001

Premchaiswadi, W., & Porouhan, P. (2012, January). Factors affecting the passengers' intention toward “airline electronic ticketing” in Thailand. In 2011 Ninth International Conference on ICT and Knowledge Engineering (pp. 177–186). IEEE. https://doi.org/10.1109/ICTKE.2011.6152092 DOI: https://doi.org/10.1109/ICTKE.2012.6152402

Punel, A., Hassan, L. A. H., & Ermagun, A. (2019). Variations in airline passenger expectation of service quality across the globe. Tourism Management, 75, 491–508. https://doi.org/10.1016/j.tourman.2019.06.019 DOI: https://doi.org/10.1016/j.tourman.2019.06.004

Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full-service and low-cost airlines. Journal of Air Transport Management, 53, 114–122. https://doi.org/10.1016/j.jairtraman.2016.02.008 DOI: https://doi.org/10.1016/j.jairtraman.2016.02.008

Rizkalla, N., Tannady, H., & Bernando, R. (2023). Analysis of the influence of performance expectancy, effort expectancy, social influence, and attitude toward behavior on intention to adopt live. Multidisciplinary Reviews, 6. https://doi.org/10.31893/mr.v6i1.662 DOI: https://doi.org/10.31893/multirev.2023spe017

Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.

Roscoe, J. T. (1975). Fundamental research statistics for the behavioural sciences (2nd ed.). Holt Rinehart & Winston.

Samy, H. (2017). Studying traveler’s use of self-check-in technologies in smart airports. Journal of Association of Arab Universities for Tourism and Hospitality, 14(1), 79–90. https://doi.org/10.21608/JAAUTH.2017.43241 DOI: https://doi.org/10.21608/jaauth.2017.50038

Sekaran, U. (2003). Research methods for business: A skill-building approach (4th ed.). John Wiley & Sons, Inc.

Sembiring, I., Rahardja, U., Manongga, D., Aini, Q., & Wahab, A. (2024). Enhancing AIKU Adoption: Insights from the Role of Habit in Behavior Intention. Aptisi Transactions on Technopreneurship (ATT), 6(1), 84–108. https://doi.org/10.33830/att.v6i1.661 DOI: https://doi.org/10.34306/att.v6i1.364

Sharma, A., & Gupta, S. (2014, February). Identifying the role of ERP in enhancing operational efficiency and supply chain mobility in aircraft manufacturing industry. In 2014 International Conference on Issues and Challenges in Intelligent Computing Techniques (ICICT) (pp. 330–333). IEEE. https://doi.org/10.1109/ICICICT.2014.6781275 DOI: https://doi.org/10.1109/ICICICT.2014.6781302

Sharma, K. (2024). Assessing Passenger Satisfaction with Smart Airport Technologies: An Empirical Study. International Journal for Multidisciplinary Research (IJFMR), 6(2), 1–18. DOI: https://doi.org/10.36948/ijfmr.2024.v06i02.17272

Singh, A. K. (2015). Modeling passengers’ future behavioral intentions in airline industry using SEM. Journal of Advances in Management Research, 12(2), 107–127. https://doi.org/10.1108/JAMR-04-2014-0029 DOI: https://doi.org/10.1108/JAMR-06-2014-0033

Soelasih, Y. (2021). Customer service vs self-service quality experiment: Which one is a better strategy for airlines in Indonesia? Academy of Strategic Management Journal, 20(1), 1–9.

Suwannakul, E. (2021). Role of technology readiness in airline passengers’ perceptions of self-service technology quality. African Journal of Hospitality, Tourism and Leisure, 10(2), 670–681. DOI: https://doi.org/10.46222/ajhtl.19770720-125

Tan, K. S. (2009). An empirical study of Internet-based ICT adoption among SMEs in Southern Malaysia (Doctoral dissertation, Multimedia University).

Tao, F., Cheng, J., Qi, Q., Zhang, M., Zhang, H., & Sui, F. (2018). Digital twin-driven product design, manufacturing and service with big data. The International Journal of Advanced Manufacturing Technology, 94(9–12), 3563–3576. https://doi.org/10.1007/s00170-018-1361-4 DOI: https://doi.org/10.1007/s00170-017-0233-1

Taufik, N., & Hanafiah, M. H. (2019). Airport passengers' adoption behaviour towards self-check-in Kiosk Services: The roles of perceived ease of use, perceived usefulness and need for human interaction. Heliyon, 5(12). https://doi.org/10.1016/j.heliyon.2019.e02960 DOI: https://doi.org/10.1016/j.heliyon.2019.e02960

Urumsah, D., Quaddus, M., & Galbreath, J. (2011). An investigation into the factors influencing consumers to use e-services of Indonesian airlines: The role of motivation. Proceedings of the 19th European Conference on Information Systems. Aalto University, Finland.

Valdés, R. A., Comendador, V. F. G., Sanz, A. R., & Castán, J. P. (2018). Aviation 4.0: More safety through automation and digitization. In Aircraft Technology. IntechOpen. https://doi.org/10.5772/intechopen.80915 DOI: https://doi.org/10.5772/intechopen.73688

Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540 DOI: https://doi.org/10.2307/30036540

Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412 DOI: https://doi.org/10.2307/41410412

Wang, S., Wan, J., Zhang, D., Li, D., & Zhang, C. (2016). Towards smart factory for Industry 4.0: A self-organized multi-agent system with big data-based feedback and coordination. Computer Networks, 101, 158–168. https://doi.org/10.1016/j.comnet.2015.12.017 DOI: https://doi.org/10.1016/j.comnet.2015.12.017

Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302 DOI: https://doi.org/10.1177/002224298805200302

Zhu, H., Gao, J., Li, D., & Tang, D. (2012). A web-based product service system for aerospace maintenance, repair and overhaul services. Computers in Industry, 63(4), 338–348. https://doi.org/10.1016/j.compind.2012.01.002 DOI: https://doi.org/10.1016/j.compind.2012.02.016

Zhu, Z., Liao, L., & Hu, B. (2022). Factors correlated with online travel service adoption: A meta-analysis. Journal of Hospitality and Tourism Technology, 13(4), 715–741. https://doi.org/10.1108/JHTT-11-2021-0165 DOI: https://doi.org/10.1108/JHTT-10-2020-0284